How Will RMOS™ Evolve to Include Service Design Pillars?
See how RMOS™ will expand with service design pillars, aligning journeys, data, and operations so every interaction drives measurable revenue outcomes.
RMOS™ will evolve to include service design pillars by explicitly modeling journeys, roles, and capabilities that span marketing, sales, and customer success. Future versions will treat service design as a core layer of the operating system—linking experience blueprints, orchestration, and enablement to RM6™ capabilities, maturity scores, and dashboards. The result: a single framework where service design and Revenue Marketing work as one system.
What Service Design Pillars Will RMOS™ Add?
The RMOS™ + Service Design Evolution Playbook
Use this sequence to extend RMOS™ from a Revenue Marketing framework into a full operating system for journeys and services across the customer lifecycle.
Clarify → Map → Embed → Orchestrate → Enable → Measure → Govern
- Clarify RMOS™ intent for services. Define how service design supports your revenue strategy. Align executives on RMOS™ as the shared blueprint for marketing, sales, and service operations.
- Map journeys onto RMOS™ capabilities. Take your core journeys—acquire, onboard, adopt, renew, expand—and map them to RM6™ dimensions: strategy, people, process, technology, data, and results.
- Embed service design pillars in RMOS™ artifacts. Add journey maps, service blueprints, and experience principles into RMOS™ playbooks, not as side documents but as core reference models.
- Orchestrate experiences with RMOS™ guardrails. Use RMOS™ to define how data, content, and channels work together. Build orchestration patterns that can be reused by both marketing and service teams.
- Enable teams through RMOS™ roles and skills. Extend role definitions, competencies, and training paths to cover service designers, CX leads, and frontline managers working inside the RMOS™ model.
- Measure service impact in RM dashboards. Incorporate journey and service metrics into your Revenue Marketing dashboard, connecting experience changes to pipeline influence, retention, and expansion.
- Govern evolution through RM6™ and RMOS™ updates. Use the RM6™ assessment cadence to review service design maturity, refine RMOS™ artifacts, and prioritize the next wave of improvements.
RMOS™ + Service Design Maturity Matrix
| Capability | From (Ad Hoc) | To (Operationalized) | Owner | Primary KPI |
|---|---|---|---|---|
| Framework Integration | Service design work sits outside RMOS™ | Service design pillars fully embedded in RMOS™ and RM6™ | CMO / CX Leader | Framework adoption & consistency |
| Journey & Blueprint Library | Scattered journey maps and documents | Curated library of journeys and blueprints aligned to RMOS™ layers | Service Design / RevOps | Coverage of priority journeys |
| Omnichannel Orchestration | Separate campaign and service workflows | Shared orchestration patterns for marketing, sales, and service | Marketing Ops / Service Ops | Journey completion & conversion |
| Roles & Skills | Unclear ownership for journeys | Defined RMOS™ roles for service design, CX, and frontline leaders | People / Enablement | Role clarity & competency lift |
| Measurement & Dashboards | Service metrics tracked separately | Service KPIs integrated into Revenue Marketing dashboard | RevOps / Analytics | Revenue impact of service changes |
| Governance & Evolution | Infrequent framework updates | Regular RM6™-driven reviews that evolve RMOS™ with service learnings | Executive Steering Committee | Cadence of improvements shipped |
Client Snapshot: From Marketing Automation to an Operating System
A major B2B provider began with “better campaigns” and evolved toward an operating model that connected marketing, sales, and customer experience. By aligning lead management, automation, and journey design to a unified framework, they were able to attribute $1B in revenue influence. See how disciplined architecture and governance laid the groundwork for an RMOS™-style model in the Comcast Business case study.
As RMOS™ absorbs service design pillars, it moves from “how we do Revenue Marketing” to how we run the entire revenue engine—from first touch through long-term value.
Frequently Asked Questions about RMOS™ and Service Design
Get Ready for the Next Generation of RMOS™
Use RM6™, RMOS™, and service design pillars together to build a revenue engine where every journey and service moment is designed, measured, and managed.
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